Helpdesk support offers you outsourced 24×7 web hosting support and remote server administration services from your helpdesk system. That is, we will take care of the support tickets opened by your customers directly from your helpdesk software. Our support personnel will answer to your customer queries, as if they work in your company. This is a white-labeled plan. Ticket replies will be anonymous and your customers won’t notice that your helpdesk support has been outsourced.
Helpdesk support plan comes with round the clock support. Our server administrators will be available 24 hours to help your customer with their technical issues. This plan comes with complete server administration. Whether it is a server migration, a server installation, an urgent server issue, we are hear to help you and your customers 24×7. This will come as a great help for you as you do not have to maintain a team of server administrators in your office to manage your servers or your customers technical queries. Running a 24×7 team yourself will be difficult for you. You can benefit from our vast talent pool of server administrators and server security specialist, who are up-to-date in technology and have combined experience of more than 10 years of technical experience. You do not have to worry about any technical aspects and can concentrate more on your core business.
24X7 END USER HELPDESK SUPPORT
Your customers can enjoy 24×7 customer support
The team will be under the observation of a quality manager. He will be responsible for monitoring all helpdesk/chat communication to your hosting customers. Mistakes are very minimal and when happens it will advised and corrected to avoid repeated occurrence.
It doesn’t matter how much support requests comes in from your customer. We are happy to help all of them.
LIVECHAT SUPPORT ( OPTIONAL )
The live chat addon is optional. This will enable you to provide 24×7 technical assistance through live chat from your website. Our server administrators will be available online in your live chat software to help your customers with their questions. This will help boost your web hosting business overall as customers expect quick ways to communicate with support engineers.
SUPPORTED CONTROL PANELS
Helpdesk support plan support servers that comes with or without a web hosting control panel. The availability of a web hosting control panel will be helpful to perform many tasks in servers. Web hosting control panels like cPanel, Directadmin, Parallels Plesk, Webmin/Virtualmin, WebsitePanel, Kloxo, ISPConfig, HostingController, InterWorx and ZPanel are some of the control panels that we support. You may not install web hosting control panels in servers due to its special requirements or safety concerns. Xieles Support can manage servers that doesn’t have any control panels too.
SUPPORTED CLOUD SERVERS AND VIRTUALIZATION PLATFORM
Helpdesk support plan support servers which are hosted in Cloud/Virtualization platforms too. When it comes to server administration, there is no difference in managing a virtual private server or a dedicated server. Xieles Support can manage servers running or provisioned using Amazon AWS, Google Cloud, CloudStack, OpenStack, OpenVZ, Xen, VMWare and KVM.
Our support technicians will use your helpdesk system to answer your customers. There is no way that the customer will feel that the support is outsourced.
INITIAL SERVER HARDENING
After you sign up in our helpdesk support plan, we will be performing a security hardening and upgrades to ensure that the server is safe and secure from the day it is signed up with Xieles Support. As part of security hardening, we will be performing SSHD hardening, firewall installation and configuration, installation of security tools like rkhunter, lynis, clamav etc, sysctl hardening, optimization of software services and other required security tasks as per the server configuration.
COMPLETE SERVER ADMINISTRATION
We will be providing support to all applications installed in the server.
24X7 MONITORING ( 5 MINUTE INTERVAL )
Helpdesk support plan comes with 24×7 server monitoring at 5 minute interval. We have internal monitoring system to monitor your servers. The servers are monitored for any service failures every 5 minutes. Any service can be monitored in this plan. Some of the common services that are monitored are PING, HTTP, SMTP, FTP, Database service like MySQL, SSH, DNS and custom website monitoring. We guarantee 10 minutes reaction time for service downtime. In most cases, the service failure will be fixed under 10 minutes.
WEEKLY SECURITY CHECKS AND UPGRADES
The most crucial aspect in server management is to install software updates as quickly as possible in servers. In our helpdesk support plan, we perform weekly server checks and upgrades to make sure that your servers run with most up-to-date software. Our server administrators check for hardware related issue, memory issues, malicious processes, rootkits and viruses during this weekly check. The server packages will also be upgraded to ensure that every packages are up-to-date and doesn’t have any vulnerabilities. The result of this weekly server check will be uploaded to your xieles account as a downloadable PDF document for you to verify.
SUPPORTED HELPDESK SOFTWARE
We support WHMCS, Hostbill, Kayako and custom-build applications. Any helpdesk system is a piece of cake for our support technicians.
30 MINUTE RESPONSE TIME
We provide guaranteed 30 minutes response time for all support tickets opened from our helpdesk. The average response time is 15 minutes.
6 HOUR RESOLUTION TIME
Most of the issues will be resolved in 6 hours time. Experienced technicians will be working on your server to guarantee the minimum resolution time. The average resolution time is 2 hours.